Lead Customer Success Manager

About the job

Our client is seeking an experienced and passionate Lead Customer Success Manager to join our growing, fully remote team. This pivotal role focuses on ensuring our customers achieve maximum value from our products and services, fostering long-term relationships and driving customer retention. As a Lead, you will mentor and guide a team of Customer Success Managers, setting high standards for customer engagement and support. You will be responsible for developing and implementing proactive strategies to onboard new clients, drive product adoption, and identify opportunities for upselling and cross-selling. A deep understanding of customer needs and the ability to translate them into actionable insights for our product and sales teams are crucial. You will manage a portfolio of key accounts, acting as their primary point of contact and trusted advisor. This remote position requires exceptional communication, problem-solving, and interpersonal skills, allowing you to effectively connect with customers across various industries and geographies. You will champion customer feedback, working closely with internal stakeholders to advocate for customer needs and influence product roadmaps. Key responsibilities include developing success plans for customers, tracking customer health metrics, and proactively addressing potential churn risks. You will also be instrumental in creating and refining customer success playbooks, training materials, and best practices to scale our operations. The Lead Customer Success Manager will analyze customer data to identify trends, measure the impact of success initiatives, and report on key performance indicators to senior leadership. This role demands a strategic mindset, a data-driven approach, and a commitment to delivering outstanding customer experiences. If you are a natural leader with a proven track record in customer success and a passion for building strong, lasting customer relationships in a remote environment, we encourage you to apply and help shape the future of customer engagement. Responsibilities: • Lead and mentor a team of Customer Success Managers. • Develop and execute customer success strategies. • Drive customer onboarding, adoption, and retention. • Manage a portfolio of key customer accounts. • Act as a trusted advisor to customers. • Monitor customer health and proactively address risks. • Analyze customer data to identify trends and insights. • Advocate for customer needs internally. • Develop and refine customer success playbooks and resources. • Collaborate with Sales, Product, and Support teams. • Report on key customer success metrics to leadership. Qualifications: • Bachelor's degree in Business, Marketing, or a related field. • 5+ years of experience in Customer Success, Account Management, or a related client-facing role. • Proven experience in a leadership or mentoring capacity. • Strong understanding of SaaS business models and customer lifecycle. • Excellent communication, interpersonal, and presentation skills. • Proficiency in CRM and customer success platforms. • Data-driven mindset with strong analytical skills. • Ability to manage multiple priorities and work effectively in a remote setting. • Demonstrated success in driving customer retention and growth.

Requirements

• Customer Success
• Account Management
• Leadership
• SaaS business models
• Analytical skills
• Communication skills

Qualifications

• Bachelor's degree in Business
• 5+ years of experience in Customer Success
• Proven experience in a leadership capacity

Preferred Technologies

• Customer Success
• Account Management
• Leadership
• SaaS business models
• Analytical skills
• Communication skills